Snow Package Builder
SAM Core the main product of Snow Software specialises in licences and machine compliance inside an organisation. It needs data collection agents to work. Snow package builder is the tool to build those agents. I became the designer assigned to this project which spans across 2 teams within the company: the data intelligence team and the package builder team.
- 1.5 years with 50% commitment
- Single designer working with PO and lead engineer
- Collaborated with UX team and Research team
Business case
Asking for data collection packages is a crucial point of contact between Snow and its customer. Our goal was to change a system where customers used to wait in line to do support requests into a self-service where they could get the package they need instantly. In a nutshell: Transform an internal support tool into a web service.
Initial phase
Taking over the project from the drafts created by the lead engineer we decided with the team to find a way to break down the complex experience into several steps. I applied the requirements using elements available in the design system and testing different layouts to have the first version ready to use as fast as possible.
The challenge
Together with the UX research team, we conducted 2 rounds of usability testing: One with internal experts, and users of the current system and one with the customers and future users. And found out that “the original tool was too complex to use and contained option that could be damaging for the customer’s business”
Approach
We explored different ways to consolidate selections of specific items into groups and expose elements from a configuration file in an understandable manner.
Solution
We removed the need to rely on a code editor to build your packages and work with experts to create groups of scripts so you do not have to browse between hundreds of items. The solution guides the user in a way that is safe and makes sense in terms of setting up their data collection.
Learnings
Dealing with different expert teams and organising a usability test in an organisation of this size was from me the biggest learning. There was a lot of technical knowledge to grasp before being able to design properly and planning for the testing phases took a lot of convincing and advocating for a good design process.
See also
Other projects from snow software
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